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INTERACTIONS

BRIEF
ASURION - WALMART APP
ASSIGNMENT
Unveil a prototype Walmart Mobile App at CES
to blow the minds of Walmart executives.

Demonstrate how we can integrate protection


and proactive tech support into the app to
transform it into a progressive shopping
experience.
APP USERS
UP & COMING BELIEVERS
•Older Millennials (25 - 34 years old)
•HHI of $80,000
•Married with children
•Early majority tech adopters
•Avid texters and mobile data users
•Long-time iPhone and iPad users
ATTITUDE ON PROTECTION PLANS
They are strong believers in extended warranties
and handset protection. They believe purchasing
protection is simply the right thing to do – both
smart and responsible. They have frequent
support needs for both their mobile phones and
computers, and also use a variety of digital
protection and data back-up resources.
INSIGHT

Shoppers go to Walmart to meet their tech


needs at a low cost, but the store’s value
begins and ends with price because shoppers
don’t have a reason to engage with the brand
further.
OPPORTUNITY

Make the Walmart app a key point for daily


engagement by simplifying and improving
shoppers’ tech-enabled lives and bringing
them moments of unexpected utility and
delight.
DESIGN BRIEF
SUMMARY Total management of your tech fueled life.

Shoppers go to Walmart to meet their tech needs


at a low cost, but the store’s value begins and
INSIGHT ends with price because shoppers don’t have a
reason to engage with the brand further.

How do we make the Walmart App the reason to


QUESTION buy all technology from Walmart?
USER SCENARIOS
1. Emergency Support
2. Proactive Advice
3. Multi-Device
4. Social
5. Streamlined Claims Process
6. Shopping Assistance
7. Moments of Delight
USER SCENARIO 1: EMERGENCY SUPPORT
How do we provide emergency tech support so
that shoppers can reach out during moments of
need?
• Tech Support offers a “subscription” service which gives
access to additional levels of tech support (to be bundled
with the multi-device protection)
USER SCENARIO 2: PROACTIVE ADVICE
How do we provide proactive advice and
guidance that will improve our shopper’s tech
life?

• Demonstrate how the tech support can integrate into the


daily tech needs for the shopper
USER SCENARIO 3: MULTI-DEVICE
How do we offer protection for multiple devices
in a shoppers family?
• Multi-Device Protection with basic tech support offers a
“subscription” service that allows the shopper to cover all
their electronics purchased at Walmart for a monthly fee
- Basic tech support offers set-up for new CE devices
• Generate ideas that bring together the digital family
USER SCENARIO 4: SOCIAL
How do we create a useful and supportive social
community around tech support?
• Provide Social Media concepts within the app that allow
shoppers to engage with Walmart, Walmart shoppers and
other shoppers who are active Tech Concierge users
• Explore social media games, promotions and communications
that build the Walmart Protection & Tech Support/Concierge
community
USER SCENARIO 5: STREAMLINED CLAIMS PROCESS
How do we streamline the claims process when
our shoppers’ tech goes down and they need
immediate attention?
• Claims process, scheduling and communication & care when
a replacement or repair is needed
USER SCENARIO 6: SHOPPING ASSISTANCE
How do we act as a savvy shopping assistant
when our shoppers are in need of some guidance?
• Explore how the Tech Concierge can create targeted
suggestions that will be perceived as valuable to the shopper
for new CE purchases, accessories for existing purchases, etc.
• Deals & Promotions that tag into
- How the shopper uses their tech
- What the shopper has bought previously
- Social Media/trends that are relevant to the shopper
- Specific shopper insights gained from interactions with the app, the
protection plan “locker” and tech support
USER SCENARIO 7: MOMENTS OF DELIGHT
How do we unexpectedly brighten our shopper’s
day?
• Develop some random delight for the shoppers, which ties
back into the Protection and Tech Support experience.
- Example: My Tech Concierge sends me a gift of a free music download
after I purchase a MP3 Player.
THINGS TO KEEP IN MIND
This will be integrated into the existing Walmart app

Experience and message should tie back to "Value for Less”

Should encourage daily engagement with shoppers


KPI’s
# of App Downloads

Frequency of Usage

# of Features Used

Conversion of Upsell and Cross Sell Offers


MILESTONES
Made to share 1st round of concepts: Friday, November 7th

Made to share 2nd round of concepts: Wednesday, November 12th

Made to start prototype build: TBD

Final date for CES demo: Tuesday, January 6th